On 9/6 I submitted a request for resolution for order #1000618840. I provided images of TWO pillowcases where the zippers separated from the fabric rendering the pillowcases useless. I had TEN exchanges from the customer service rep (CSR). One exchange regarded the CSR informing me that the item was not available anymore. This clearly wasn't the case and I had to send a screenshot of the item to "prove" it to the CSR. After going back-and-forth, I agreed to a 20 percent discount and free shipping. the CSR placed the order INCORRECTLY. I received ONE pillowcase in the incorrect size. Might you consider a better customer experience: Trust Your Customer. It is a hassle in the best circumstances to have to file a request for replacement. These pillowcases were a GIFT! Even with an image, I was given "information" about washing the pillowcases correctly (which, by the way, had been done). The issue was that the zippers were sewn way too close to the edge of the fabric; the fabric frayed and the zippers came loose. Resolve The Issue Quickly. It took FOUR days of back-and-forth. If, at any time, I would have given up in frustration, I wouldn't have gotten any resolution. Fulfill Your Commitment. I was given a discount on ONE pillowcase, when TWO were defective. I was sent the wrong size. How a company handles errors can either build or destroy customer relationships. Handling an error or misunderstanding is actually an opportunity to secure a strong and enduring relationships. I have enjoyed Lilysilk products -- to the point that I've given them as gifts. At this point, I will seek out other vendors to use.